Part Time Patient Service Representative

** Requisition number:
** 2372507

** Job category:
** Customer Services

_This position is Remote in Massachusetts. You will have the flexibility to work remotely
* as you take on some tough challenges._

** Optum
* * is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start  
** Caring. Connecting. Growing together.*
* Under direct supervision, assists patients and other callers through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative (PSR) plays an integral role as a member of the patients care team by screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team.

Provides extraordinary customer service and strong problem solving skills to strengthen the patient/ care team relationship. Manages a high volume of calls most often from a remote setting for a defined service line and is responsible for organizing and prioritizing action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication.

PSR must have outstanding verbal and written communication skills to ensure the patient and team members understand process, next steps, and clinical teams have accurate documentation.

This position is part time (20 hours a week) Friday - Sunday. Employees are required to have flexibility to work any of our schedules during our normal business hours of Friday 5:00 pm - 9:00 pm, Saturday and Sunday 1:00 pm - 9:30 pm. It may be necessary, given the business need, to work occasional overtime.

We offer 4 - 6 weeks of paid training. The hours during training will be either weekends or weeknights.  
** Training will be conducted virtually from your home.*
* *
* Primary Responsibilities:

*
* + Supports a high volume of phone calls adhering to department productivity standards set forth by service line.

+ Manages all incoming patient calls to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members/clinical staff. This includes chart review to identify previous activity that may have occurred related to the call.

+ Adheres to service line booking guidelines to ensure that practice and/or urgent care utilization is optimized safely and effectively as well as supports the needs of our patients.

+ Documents details of each call in the patients' electronic medical record where appropriate and in accordance with standard work using both service line documentation tools as well in addition to free text where appropriate to ensure coordination of care.

+ Effectively deescalates issues with upset patients. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor.

+ Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement.

+ Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies.

+ Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department.

+ Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment.  Adheres to requirements outlined in the remote work agreement.

You'll be rewarded and…